Better Business Bureau Helping Small Business
Presentation to SCORE Chapter 23
Friday, January 12, 2007
Pat Coakley, Manager
Better Business Bureau of Upstate New York
Rochester Office
pcoakley@upstatenybbb.org
423-6341
History & Services - Better Business Bureaus
Began in 1920’s as an outgrowth of local Ad Clubs
Upstate New York BBB is one of 120 BBB’s around the country
Over 6500 Member Companies in 50 Counties
Over 85% of members are small businesses 1-20 employees.
What Does the BBB Do?
Fosters business self regulation
Reporting Agency – on the reputation of businesses within 50 counties of Upstate New York
Charity Review
Processes Complaints
Education & Business Resource
98% of information given by BBB is from our its web site; www.upstateny.bbb.org
Stats for 2006 - 550,000 Reports Issued - 19,000 Complaints Processed
Complaints are only 4% of Total BBB Activity
How the BBB Works with Small Businesses
1. Challenges Facing Businesses –
Unreasonable Customers
Financial Concerns – taxes, payroll, etc.
Scams
Competition
Advertising & Marketing Issues
choosing the most productive means for your advertising dollars
2. How does the BBB assist businesses on issues & challenges they face daily as part of doing business?
Improve their customers’ level of trust through their BBB membership affiliation
Provide Alerts & Tips on subjects such as:
Applying for Business Credit
Protecting Personal Business Info
SBA Loan Programs
Collecting Payments
Web Site Development – (which is becoming a necessity for marketing)
Customer Service Development & Programs – throughout the entire experience; before & after the transaction
Help businesses stay current on ethics of doing business
Give suggestions on contract wording
Perform Ad Reviews on questionable advertising
Mediation & Arbitration Programs available as alternatives to court proceedings
BBB Expels member companies who do not live up to basic ethical business standards
BBB works closely with government agencies and other groups to promote ethical business practices and to monitor complaint trends and scams
3. Examples of Small Business Problem Areas:
Contractors who do not return calls to those seeking estimates
Lack of communication between business and customer – written is best
Knowledge & use of electronics and new technology
Pitfalls of email communications & business etiquette
4. Current Scams – Schemes – Warning Signs - Business Scams
Advance Fee Loans
Business Directories
Yellow page invoices
Bogus Law Enforcement Groups
Phone Charity Appeals
Credit Card Offers
Super Hot Stock Picks – receive by email or fax
Pfishing
Nigerian Letters
Grant Money Offers
Selling Legally Required Posters You Can Obtain Free
Office Supply Scams – cartridges, paper, etc.
For further information on the Better Business Bureau services go to www.upstateny.bbb.org